Susan Lovell

Experience

• 

  MBNA

  Jan 2003 - Jan 2009

  • Customer Advocate Office Case Manager

    Jan 2008 - Jan 2009

  • Customer Resolution Services (CRS) Assist MBNA

    Jan 2008 - Jan 2008

  • Customer Resolutions Services Associate

    Jan 2004 - Jan 2008

  • Customer Services Associate

    Jan 2003 - Jan 2004
• 

  MBNA

  Jan 2010 - Jan 2013

  Part of a managerial team of 2 responsible for 87 permanent and temporary direct reports and further responsible for managing 2 workflow coordinators responsible for adhering to regulatory SLA’s. • Established business relationships with CPP and Avant to establish effective complaint handling adhering to regulatory guidelines • Liaised with CPP to ensure robust controls and adequate reporting were in place in preparation for the ‘CPP Scheme’; working with CPP Project Lead and Operational support• Created Complex Insurance Learning Module • Completed skills matrix within the Complaint Resolution Team area to identify gaps summary to SLT• Managed team through the internal redundancy process • Control Management – responsible for implementing and monitoring of control processes to minimise Regulatory, Reputational and Financial risks• Vendor Management – outsourcing of work to a third party Show less

  • Workflow Coordinator and Insurance Operational Team Manager

    Jan 2012 - Jan 2013

  • Workflow Manager

    Jan 2012 - Jan 2013

  • CAO Admin Project Analyst

    Jan 2010 - Jan 2012
• 

  MBNA

  Jan 2015 - now

  Supported the largest Credit Card integration in UK Financial Services (4m Accounts Migrated, 4.1m Customer Records and 1,700 colleagues transferred). • The Continued Access project supported the requirement to retain on-going access to Bank of America applications post migration by building an interim solution for retrieval of non-ingested historic MBNA data.• Access Management Lead – working with both internal and external UK and US parties to provide on-going access for up to 35 technology applications to safeguard harmonisation of MBNA/LBG business processes; ensuring all regulatory and legal requirements were satisfied. Activities included Proof of Concept and Testing. • Led weekly Exec calls to provide status updates and generate key decisions required as part of the project• Implementation Readiness Lead ensuring all appropriate readiness activities were undertaken and associated evidence was gathered prior to implementation. • PMO responsibilities ensuring Risk, Actions, Issues, and Dependencies were tracked to completion utilising the LBG project System of Record CMT. • Lessons Learned captured throughout the project lifecycle and appropriately recorded • Risk Acceptances Lead ensuring appropriate Integration Lead, BAC, MBNA, LBG, Risk and Governance sign off • Supported Schedule of Events (Event Related Business Processing) and FOV (First Occurrence Validation) during the Dress Rehearsals (DRs) and the Live Migration Event. Show less Lead in the GDPR Data Audit Workstream managing a team of 6 to deliver the MBNA Data Register to ensure compliance with the GDPR Legislation (covering all MBNA Legal Entities MBNA Limited, MBNA Direct and Loans.co.uk). • Facilitated sessions across all MBNA operational lines of business resulting in the creation of the MBNA Data Register; delivered within schedule and to budget• Lead in the creation of 11 MBNA Personal Data Audit Forms (PDFMs) in which MBNA Executive sign off was achieved • Review and documentation of all operational processes involving personal, customer or employee data (including every technology application used to support each data event) • 450+ data events recorded and reviewed with business SMEs and individual sign off achieved• Created the MBNA Data Audit Document of Record detailing every key decision made • Supported Programme Lead with MBNA closure activities including working with Legal and Compliance to create the MBNA GDPR Document of Record• Supported implementation of MBNA PRIA process including testing and roll out to all impacted MBNA Lines of Business • Created ‘Rights to Erasure’ process for Prospects ensuring compliance with GDPR legislation Show less Supported the MBNA Change Portfolio through effective project tracking, reporting, communication and co-ordination. Assisted with advising and supporting Project Managers, Subject Matter Experts and Business Leads on the best use of project management disciplines and approaches and acted as a point of contact for any Change Portfolio queries. Projects supported varied from regulatory, strategic, growth, technology and digital. • Managed and facilitated Programme Boards and Steering Committees at Executive Level ensuring Programmes were governed tightly and there was transparency of all decisions and documentation. • Implemented governance standards across the MBNA Change Portfolio, including tracking, monitoring and updating the status of project, programme and portfolio deliverables.• Supported the PMO function in assuring project management documentation, financials, benefits, reporting and plans were relevant, accurate and complete for MBNA Change Portfolio.• Retired the UK Card Change Procedures and re-wrote the MBNA Change Procedures. 30+ significant changes documented which further resulted in the Permit to Build/Permit to Operate process being updated specific to MBNA. • Ownership of the resource management process quickly forming a controlled and robust process for managing resources capturing resource requests.• Development of CAO Change Methodology in line with the Global Change Policy, providing documentation and templates. • Management of Change Board at Senior Leadership level including project prioritisation and overview. • Ensured effective oversight of the UK and Ireland PPI, UK and Ireland CPP, CAO Change and Strategic Projects/ Programmes ensuring strategy and implementation of all work streams were in line with FSA Policy Statements 10/12, CBI Requirements, PS10/12, DISP, Thematic Review and Complaint Handling Standards. Show less

  • Project Analyst

    Jan 2018 - now

  • GDPR Data Audit Project Manager

    Jan 2017 - Jan 2018

  • PMO Analyst and Governance Lead (Central Change and Customer Advocates Office)

    Jan 2015 - Jan 2017